Workforce Analyst - Real Time Coordinator

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Angajator: ManpowerGroup Romania
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Job la nivel national
    Actualizat la: 23.07.2018
    Remote work: On-site
    Scurta descriere a companiei

    De peste 70 de ani, ManpowerGroup reprezinta puntea de legatura intre milioane de persoane si piata muncii, prin brandurile sale Manpower, Experis, ManpowerGroup Solutions si Right Management. Compania este prezenta pe piata din Romania din 2003, iar in acesti ani peste 400 de clienti si zeci de mii de candidati au avut incredere in noi pentru a le oferi flexibilitatea, agilitatea, talentele, competentele si oportunitatile de care au nevoie. Indiferent daca va aflati la inceput de drum, sau sunteti profesionisti experimentati, brandurile ManpowerGroup va pot oferi oportunitatile potrivite de a va dezvolta, a dobandi noi abilitati si competente, a fi expusi la proiecte pline de provocari si a creste profesional.

    Cerinte

    • Proven experience of using IEX or similar workforce management tool.
    • Has had experience of a Real Time role of 6 months or more in a Workforce Team
    • Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
    • Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions.
    • MS Excel skills required, Ability to manipulate and data to produce summary information.
    • Flexible, people oriented and able to work in a team environment.
    • Candidates with superior analytical skills in any industry are encouraged to apply.

    Responsabilitati

    • Analyze work volume variances to the forecast and adjust staffing levels accordingly.
    • Plan and schedule coaching sessions, meetings, training and any special events based on business requirements.
    • Monitors call routing and call flow real time.
    • Analyze real time impacts related to staffing.
    • Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service Level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
    • Assess and approve all real-time offline activities such as training, meetings, coaching, etc.
    • Identifies course of action or makes recommendations relating to staffing deviations, extended hours, overtime, schedule adjustments, and skill changes and leveraging.
    • Monitors intra-day call and work volume as compared to forecast.
    • Monitors real time activities related to staffing and ensure all non-scheduled activities are tracked and trended on a continuous basis.
    • Monitors and reporting of adherence to schedules / compliance, staffing amendments, shrinkage numbers, over/under updates, and escalates to Operational Managers for investigation.
    • Re-allocates changes in staffing levels within business unit & Interface with business unit management as needed for escalation of service-impacting issues.
    • Daily communications to Team Leader huddles for expectations of performance, hotspots and shrinkages.
    • Trouble-shoots real-time technology issues.
    • Log and update BigMac for sites On boarding and Off boarding requests
    • Manages special conditions within the framework of an Emergency Action Plan (i.e. Failovers, Fire Evac, IT failures, etc.).

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